Provide support to computer end users using a variety of third party and in-house applications, resulting in a high level of customer satisfaction. Responsibilities include: identification, research, and resolution of technical problems. Respond to incoming calls, emails and requests for support. Document issues, follow procedures, and monitor open requests to ensure a timely and quality resolution. Troubleshoot hardware, software (installs, upgrades and functionality), networks, cellphones and printers. Identify the root cause of an issue through analysis and research.
Requirements
- Associate's degree in Computer Science or related program or equivalent experience
- Minimum of 3 years Help Desk and/or PC phone support
- Experience with Windows 7, MS Office 2010 troubleshooting and Citrix environment application support
- Strong analytical skills; excellent interpersonal and communication skills
- Ability to interact professionally with a diverse group, i.e. executives, managers, subject matter experts, and end users
- Able to adapt and work in a progressive environment with new systems, methodologies and processes
- Capable of managing multiple tasks and projects with minimal supervision
- Positive attitude and willingness to learn new skills
- Willing and able to work on call
- Working knowledge of BMC Service Desk Express or other Help Desk software a plus
- MCDST, A+, Network +, MCP, VPN, MCSE certifications a plus
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